To make sure that emails end up in the Spam folder, you can create a workflow Automator by navigating to Admin > Automation & Productivity > Automation > Workflow Automator. Here are the steps to follow:
- Set the event to Ticket is Raised.
- In the conditions section, set the Subject or Description, contains (or Has any of these words) and provide the respective keywords you want to check for.
- If you wish to filter by a specific email address, ddd another condition as Requester fields.Requester email, is - provide the specific email address.
- In the actions section, select Mark ticket as Spam.
By following the above rule, emails containing the specified keywords will be marked as Spam.